Hotelz
Terms of Service
These terms set out what you can expect from us and what we ask of you. They apply to guests who order food and to hotels that use our platform.
Last updated: October 2026
Guests
Using the app to scan and order
Hotels & Businesses
Subscribing to manage a venue
Hotelz is a software platform. We provide technology that lets guests browse menus and place orders at their table, and lets hotel staff receive and manage those orders.
Hotelz is not a restaurant. We do not prepare food, employ kitchen staff, or deliver meals. The hotel you are visiting is entirely responsible for the food it prepares, its pricing, and the service it provides.
Two separate payment flows exist on this platform:
Guest → Hotel
Guests pay for food directly to the hotel. Hotelz does not process guest payments.
Hotel → Hotelz
Hotels pay Hotelz a subscription fee for platform access, processed via M-Pesa.
Scanning a QR code to browse a menu does not by itself constitute agreement to these terms. When you submit an order, a link to these terms is accessible on the ordering screen. Submitting your order confirms you have read and agreed to these terms as they apply to guests.
Creating a Hotelz guest account requires explicit acceptance at the time of registration. If you disagree with any part of these terms, you are not obliged to place an order or create an account. Your statutory rights under Kenyan consumer law apply regardless.
Browsing is freeView any hotel's menu by scanning a QR code — no account required
Optional accountsCreating an account enables order history and personalised suggestions only
Accurate ordersYou are responsible for checking items, quantities, and dietary notes before confirming
No abusePlacing fake or harassing orders may result in your device being blocked from the platform
Order cancellations and mistakes
You may cancel an order yourself through the app while its status is still Received (before kitchen staff confirm it). Once an order moves to Confirmed or beyond, cancellation is at the hotel's discretion.
For wrong items, unavailable dishes, or payment disputes, contact the hotel's staff directly. If a dispute cannot be resolved with the hotel, email [email protected] and we will help facilitate a resolution.
These rules do not override rights you hold under Kenya's Consumer Protection Act 2012 or other applicable law.
Accurate informationMenu prices, descriptions, availability and allergen information must be accurate. You are liable to guests for harm caused by inaccurate menu data.
Staff credentialsYou are responsible for keeping staff PINs and login codes confidential. You are responsible for all activity under your account.
Lawful use onlyYou may not use Hotelz for any unlawful activity, including fraud or misrepresentation of goods.
Guest dataOrder data delivered to your staff app must be handled under Kenya's Data Protection Act 2019. You may not use it for unsolicited marketing.
Security responsibilities
Hotel's responsibility
Protecting staff PINs, controlling access, reporting suspected unauthorised access promptly.
Hotelz's responsibility
Securing our servers, database, and API. Maintaining encrypted connections. Notifying you of confirmed breaches affecting your data.
Neither party can transfer all security responsibility to the other. If a breach occurs because of your failure to protect staff credentials, Hotelz is not liable for that portion.
ActivationYour subscription starts when we confirm your M-Pesa payment and activate your account — typically within 24 hours
RenewalsSubscriptions do not renew automatically. You will be notified before your plan expires.
Late paymentIf your subscription expires, your staff app enters read-only mode. Guest ordering continues until the end of the paid period.
Price changesWe give existing customers at least 30 days' written notice before price changes take effect
CancellationCancel at any time by contacting us. Access continues until the end of the paid period.
You own your hotel's data. Your menu, order history, and staff list belong to you. We store and process it only to operate the platform on your behalf.
Export windowBefore your subscription ends, contact us and we will provide a data export within 7 business days
Deletion timelineAfter cancellation, your hotel's data is kept for 30 days then permanently deleted. Backups are overwritten within a further 30 days.
Legal exceptionsM-Pesa transaction references are retained for 7 years as required by Kenyan accounting law — even after account deletion
Nothing in these terms removes rights you have under Kenyan consumer protection law that cannot be excluded by contract.
Food and serviceHotelz is not liable for the quality, safety, or fitness of food prepared by hotels on the platform.
Indirect lossesTo the extent permitted by law, Hotelz is not liable for indirect losses such as lost profit or business interruption suffered by hotels.
Cap for hotel claimsOur total liability to hotels is capped at the subscription fees you paid in the 3 months before the claim — or Ksh 10,000, whichever is higher. The cap is never zero.
Guest claimsFor guests, our liability is limited to losses directly caused by a verified failure in the Hotelz platform itself — not by the hotel's response to an order.
Kenya's Consumer Protection Act 2012 gives consumers rights these terms cannot override. If a clause conflicts with your statutory rights, your statutory rights prevail.
These terms are governed by the laws of Kenya, including the Data Protection Act 2019, the Consumer Protection Act 2012, and the Law of Contract Act. Disputes will first be addressed through direct negotiation. If unresolved within 30 days, the matter will be referred to mediation or, if necessary, the courts of Kenya.
Questions, disputes, or data requests: